Customer Success Director

Role: Customer Success Director
Team: Customer Success
Reports To: VP of Customer Success
Supervisory Responsibility: This role will not have any direct reports.

Location: We are prioritizing candidates that can work hybrid (3 days/week) from our NYC headquarters. We are a remote-friendly company and also have pods in NYC, Chicago, and D.C., where we would love for you to work any time you’d like. Our standard operating hours are Monday - Friday 9am - 5pm ET.

Knit is the AI-Native Research agency helping enterprise brands get from question to story in a week or less. In under two years, we’ve partnered with 60+ leading F500 enterprise brands, including Amazon, Mars, NASCAR, JBL, ESPN, and Paramount. Knit has raised $30M to date, including a $16.1M Series A in July 2025. Knit currently has 70 employees and is NYC-based and US remotely-friendly.

As a Customer Success Director at Knit, you own a book of business that you are expected to retain and grow. Some of your clients hold an upfront annual commitment, others engage with us project by project, many are enterprise clients, and others are PE firms or mid market accounts. You will be measured on the revenue you protect and the revenue you create: gross revenue retention, net revenue retention, logo retention, depth of program (the number of distinct use cases activated across the account), and the strength of your relationship with the economic buyer.

That work is a commercial job done through research and product credibility. Our clients are insights leaders, and they buy from people who understand their world. You will be expected to speak fluently about methodology, design, and analysis. Equal to that is your command of the Knit platform itself. We ship quickly, and your clients will look to you as the expert on what the product can do today and what is coming next. Enablement is the mechanism by which Knit gets embedded into how a research team actually works, and it is how you earn the right to lead a commercial conversation.

• Own a portfolio of clients end to end, carrying commercial accountability for retention, expansion, and overall account health. This includes leading renewal and commercial conversations, including pricing, scoping, and contract negotiation
• Drive use case activation, moving accounts from a single repeatable study toward a multi use case program across teams and budgets
• Own product enablement for your accounts as an ongoing motion, including onboarding, platform setup, live and asynchronous training, dashboard and report walkthroughs, and educating clients on new releases 
• Build trusted, multi threaded relationships across each account, with particular focus on securing and maintaining a direct relationship with the economic buyer
• Partner with Support to ensure responsive, high context product support that resolves issues quickly and protects satisfaction
• Advocate for client needs internally with specificity and evidence, informing product roadmap decisions
• Collaborate cross functionally with Sales, Research, and Product to deliver a unified, high impact client experience

Required:

• 8+ years of market research experience on the supplier side, whether at an agency, research tech company, or on the client side
• 6+ years owning client relationships with direct commercial accountability, including leading renewals, negotiating pricing, and closing expansion or repeat business end to end
• A demonstrated appetite for learning technical products quickly and deeply, with a track record of becoming the go to platform expert for your accounts 
• Strong communication and presentation skills, capable of leading training sessions, commercial negotiations, and strategic business reviews
• Highly collaborative, with a history of working cross functionally across Sales, Product, and Research teams
• Comfortable navigating change and ambiguity in a fast paced, high growth environment
• Curious, customer centric mindset with a desire to scale impact through technology, enablement, and strategic partnership

Upon joining the Knit team, you will receive a competitive salary + commission plan if applicable to role, Equity Options, Healthcare (medical, dental, and vision), and Additional Coverage, a company laptop and one-time, onboarding Technology Stipend, a 401(k) with company match, flexible time-off, hybrid working, and more!

In accordance with New York pay transparency requirements, the salary range for this role is $150,000 - $170,000 base with an OTE (Base + Commission) of approximately $180,000 - $204,000 annually. Final compensation will be determined based on the candidate’s level, experience, and qualifications upon joining Knit.

We are the Championship Team. This means we:

• Are 1% better every day: We approach situations with a growth mindset and ask, “How can we make the business better?” and “What would it take?” 
• Play to win: We set audacious goals and push ourselves to achieve them with a bias towards action  (When we see a need, we take initiative, and hold ourselves accountable to seeing it through).
• Keep the main thing the main thing: Identify what has the biggest impact and prioritize to focus on it.